Terms and Conditions

GlassOpenings.co.uk is a registered business at Unit B4 Sterling Works, Rainham Road South, Dagenham, RM10 8TX. Within these terms and conditions Lana Group Limited is trading as Glass Openings will be referred to as the company. The name on the billing details of the order confirmation will be referred to as the customer.

All orders placed online are a binding contract between the customer and the company. The customer agrees to the terms and conditions in the checkout process and the company and customer are bound by these conditions.

Return and cancellation policy

Customers have a legal right to cancel orders up to seven days after the order has been placed and can receive a full refund. This statutory period of seven days does not apply on all products as the return and cancellation policy varies by product categories. As the Glass Openings store offers both bespoke and stock items, please read carefully to determine what return and cancellation policy is associated to the product you are ordering.

Stock Doors

All stock items that are manufactured by Glass Openings are returnable, subject to it being in its original packaging. If the product has been delivered, you have up to 14 days to request and return the product. A restocking charge of 10% will apply on all stock products listed above when goods are returned to stock, this charge will be applied during the refunding process. If the product has not been delivered, and you have passed the cancellation period of seven days, you are still given the right to request a cancellation. Any cancellations after the seven-day period does also incur a restocking charge.  

In order to take advantage of your rights under this policy, you must contact us as soon as possible to arrange the return of the item.

Cancellation of stock items will only be accepted up to seven working days after the order has been placed. After this date no refund will be given. To ensure that your cancellation is processed, and you meet the cancellation deadline, you must send your cancellation request in writing before the cancellation period has expired. This needs to be provided in a clear statement of written means via email or letter by post. To email, it must be sent to; [email protected]. If you send the correspondence via post it must be done so with special recorded delivery to reach us before the end of your seven-day period. Our preferred written communication is via email as we will be able to process it seamlessly for yourself.

Where a refund is due, the amount will be refunded without delay and no later than 14 days after the day we receive the product(s) back to our warehouse. If the product has not been delivered, and you have informed us of a cancellation, you will receive your refund no later than 14 days of informing us. 

Bespoke Bifolds, Windows and Doors

The company does not offer a return policy on the products listed above. All bespoke doors and window products are made specifically for your requirements, therefore returns are not possible. The statutory period does not apply on these products as they are all bespoke to your order specifications.

We cannot accept and return or refund items that are listed as they are specially manufactured goods, unless they are found to be faulty. If you believe an order or part of an order to be faulty or incorrectly supplied, please contact a member of the after sales team via email, [email protected] to create an aftersales ticket. At this point we will assess your order details and claim to ascertain whether the fault lies within the manufacturing process. The aftersales team will then liaise directly with you to exchange any goods and offer solutions.

Cancellation or change of product details for all the products listed, will only be accepted up to two working days after the order has been placed. After this date no refund will be given. To ensure that your cancellation is processed, please email [email protected] before the cancellation period has expired. Please note, once payment is made for any bespoke product your order becomes live, and the two working days begins straight away. To avoid any cancellation or changes fees, please get in touch immediately after placing your order, via email. To meet the cancellation deadline, you must send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Please note all images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflect the colour of the Product. Your Product may vary slightly from those images. Although we have made every effort to be as accurate as possible, because some of our bespoke products are made from Aluminium there is an extra 2-5mm tolerance on all the dimensions and measurements you provide.

Please make sure your measurements are correct and accurate and consider the Aluminium tolerance. Unfortunately, we cannot accept the return of made-to-measure Product if the reason for the return is because you provided us with incorrect measurements. However, this will not affect your legal rights as a consumer in relation to made-to-measure Product that are faulty or not as described.

Roof Lanterns

Korniche roof lanterns are all made to order as specially manufactured goods therefore, we cannot accept returns, refunds or changes as these are all specially manufactured goods, unless they are found to be faulty.

If the product is damaged, faulty or defective upon arrival, faulty or defective you need to provide photographic or video evidence of this when you send in the defect notification to us. To carry out the return for you, we require a receipt or proof of purchase to confirm the item was purchased by yourself.

Cancellation or change of product details for Korniche Roof Lanterns, will only be accepted up to two working days after the order has been placed. After this date no refund will be given. To ensure that your cancellation is processed, please email [email protected] before the cancellation period has expired. Please note, once payment is made for any bespoke product your order becomes live, and the two working days begins straight away. To avoid any cancellation or changes fees, please get in touch immediately after placing your order, via email. To meet the cancellation deadline, you must send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Please note all images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflect the colour of the product. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible, because all our Korniche Roof Lanterns are made from Aluminium, there is an extra 2-5mm tolerance on all the dimensions and measurements you provide.

Please make sure your measurements are correct and accurate and consider the Aluminium tolerance. Unfortunately, we cannot accept the return of made-to-measure products if the reason for the return is because you provided us with incorrect measurements. However, this will not affect your legal rights as a consumer in relation to made-to-measure Product that are faulty or not as described.

Flat Roof Lights

Flat roof lights come in both stock and bespoke sizes. All stock items are returnable, subject to it being in its original packaging. If the product has been delivered, you have up to 14 days to request and return the product. A restocking charge of 10% will apply on all stock products listed above when goods are returned to stock. This charge will be applied during the refunding process. If the product has not been delivered, and you have passed the cancellation period of seven days, you are still given the right to request a cancellation. Any cancellations after the seven-day period also incurs a restocking charge.

Cancellation of stock items will only be accepted up to seven working days after the order has been placed. After this date no refund will be given. To ensure that your cancellation is processed, and you meet the cancellation deadline, you must send your cancellation request in writing before the cancellation period has expired. This needs to be provided in a clear statement of written means via email or letter by post. To email, it must be sent to; [email protected]. If you send the correspondence via post it must be done so with special recorded delivery to reach us before the end of your seven-day period. Our preferred written communication is via email as we will be able to process it seamlessly for yourself.

The company does not offer a return policy on bespoke flat roof lights. All bespoke flat roof lights are made specifically for your requirements, therefore returns are not possible. The statutory period does not apply on these products as they are all bespoke to your order specifications. However, you have the right to cancel or change your order details and this will only be accepted up to two working days after the order has been placed. After this date no refund will be given. To ensure that your cancellation is processed, please email [email protected] before the cancellation period has expired. Please note, once payment is made for any bespoke product your order becomes live, and the two working days begins straight away. To avoid any cancellation or changes fees, please get in touch immediately after placing your order, via email. To meet the cancellation deadline, you must send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Supplies

All products sold under ‘supplies’ on the Glass Openings website can be returned or cancelled and refundable up to 14 days of original purchase, subject to it being in its original packaging. You have up to 14 days to request a return or cancellation of a product within ‘supplies’. This has to be done in writing to [email protected] within the 14-day period. If the item has already been delivered to yourself, the cost of return delivery must be paid by the customer and the company will not be responsible for the delivery charges incurred. Returns must be sent via tracked delivery service to ensure it reaches the company.

Where a refund is due, the amount will be refunded without delay and no later than 14 days after the day we receive the product(s) back to our warehouse. If the product has not been delivered, and you have informed us of a cancellation, you will receive your refund no later than 14 days of informing us. 

Delivery

At Glass Openings, we aim to almost always use our own vehicles and drivers to ensure the high standards of delivery.

Delivery terms vary based on product. Please see below relevant section.

Bifolds, Doors & Windows

Standard delivery terms (Mainland Post Codes)

• We at Glass Openings will carry out deliveries manufactured by us and will be free for orders that are over £1200.00. Any orders under £1200.00 will incur a delivery charge based on location.  
• Lead times stated at the time of ordering are not final. All delivery times are from the date we receive a finalised order, online or e-mail and when payment is made in full. Any modifications to the order will more than likely result in a delay to the delivery.
• Please see below terms of delivery;
• Delivery times are Monday to Friday 7:00am until finished, unless agreed otherwise in writing. You must allow proper access for a long wheel-based van.
• The unloading of the vehicle is the customer’s responsibility.
• Delivery is deemed to be at the roadside of the delivery address on the order confirmation, if changes to the address are made after the order confirmation it needs to be in writing and with enough notice before delivery.
• If there are any parking restrictions you must advise us prior to delivery.
• If a parking permit is required this must be available on the day of the delivery.
• Any meter or parking fees are to be paid by the customer.
• If there is no one at the delivery address, the delivery will be re-scheduled at the convenience of the company, and the customer will be subject to a new delivery charge. Please note where customer is eligible for free delivery will still incur a charge.
• All health and safety precautions and site risk assessments are the customer’s responsibility.
• At no time will the company be liable for loss or injury of any kind, due to delivery.
• All goods when received will be deemed delivered in good order unless stated at the time of delivery.
• No claims will be entertained after the day of delivery for damaged or missing articles.
• You must not arrange for the installation of the supplied product on the same or next day after delivery to allow for any shortages to be delivered. Any shortages will be delivered as soon as possible but with no specified time limit.
• The company is not responsible for any delay to the delivery or installation and any relating financial or consequential loss.
• At no time is the delivery time the essence of the contract and Glass Openings will not accept any claim in relation to a delayed delivery.
• All quoted delivery times are subject to specific products ordered and subject to change.

Non-standard delivery terms (PH, DD, AB, FK, KY and Isle of Wight)

All nonstandard deliveries will incur a surcharge for orders over £1200.00 of £100.00. Any orders below £1200.00 will be subject to a delivery fee based on location.

For Isle of Wight, deliveries under £1200.00 will incur a fee of £249.99, orders above £1200.00 will be subject to a surcharge of £100.00.

Roof Lanterns & Flat Roof Lights

The delivery of all roof lanterns and flat roof lights will be carried out directly by our manufacturers. Please see below terms of delivery;

• The company will notify the customer of the delivery date for the goods.
• All deliveries are deemed as roadside deliveries to the address provided at the time of order.
• The unloading of the vehicle is the customer’s responsibility.
• Delivery may be in more than one instalment. All roof lantern deliveries will be a two-part delivery, glass will be on one delivery and the profiles for the roof lantern will be on a separate delivery.
• Delivery will be on the delivery date notified to the Customer by the Company if possible but is not guaranteed. Time of delivery is not of the essence.
• The Company will deliver the Goods to the delivery address provided at the point of order.
• The Company will select the method of delivery with due regard to urgency and cost.
• Delivery shall in every case be dependent upon prompt receipt of all necessary information final instructions or approvals from the Customer.
• The Company will endeavor to comply with reasonable requests by the Customer for postponement of delivery but shall be under no obligation to do so. When delivery is postponed otherwise than due to default by the Company the Customer shall pay all costs and expenses incurred by the Company in connection with such postponement including (but not limited to) a charge of 15% of the total value of the Contract for transportation and/or storage or restocking occasioned thereby.
• Unless otherwise expressly agreed any packaging supplied by the Company is intended to be only sufficient to protect the Goods for all normal conditions of transit and for the normal period of transit only.
• The Customer must ensure that the delivery location is safe and can accept delivery of the Goods and that the Customer made available sufficient and suitably skilled personnel and appropriate equipment to unload the Goods safely. The Company reserves the right to postpone delivery of any Goods if it considers that the Customer has failed to provide a safe delivery location and sufficient and suitable assistance to enable delivery to be completed. If the Company is unable to safely deliver the Goods, the Customer shall be responsible for the costs of re-delivery together with associated costs.
• The Company shall have no liability for any failure to deliver the Goods to the extent that such failure is caused by an event beyond the Company’s reasonable control or the Customer’s failure to provide the Company with adequate delivery instructions or any other instructions that are relevant to the supply of the Goods.

Supplies

All supplies that are ordered through the website will be sent out via Third Party Courier. All orders placed before 12pm on Monday – Friday will be sent out on the next working day. Any orders placed after 12pm Monday – Friday will be sent out the following working day.

Lead Times

Lead times vary product to product, you will find the live lead time on the product page. If the item requires configuration, once configured you will have the live lead time for the item you have specified. Lead times are always advertised in working days (Monday to Friday). Items delivered from directly from supplier cannot be delivered at the weekend. If your order contains items manufactured by us and items manufactured by other suppliers, the order will automatically be split and processed accordingly, therefore, please allow for multiple deliveries based on products chosen.

Guarantees & Warranties

The company is not responsible for the incorrect installation or instruction of how to install the products supplied.

The Company accepts no liability in respect of the following:

• Damage due to accident, storm, flood, neglect, misuse, faults or premature deterioration which results from the Purchaser’s failure to comply with the Company’s maintenance instructions;
• Damage resulting from subsidence due to soil shrinkage underground or mine working;
• Damage or deterioration in the product arising out of normal wear and tear.

The guarantee below covers all the products supplied as follows, from the date of purchase:

1. Aluminium Powder Coating. The paint finish applied to all our aluminium painted products is a polyester powder application. The powder coat only bonds to aluminium, so any thermal PVC sections separating aluminium sections may display overspray. This is normal and not a fault of the product. This has a 10-year guarantee.
2. UPVC coloured foil also has a 10-year guarantee.
3. Sealed units- have a 5-year glass manufacturer’s warranty including sealed blind glass units.
4. All hardware used on our products have a 1-year warranty.
5. The aluminium and paint are guaranteed by the aluminium extrusion house, the bifold hardware is guaranteed by the hardware manufactures, the glass and integral blinds are guaranteed with the glass company. No guarantee is with us.
6. All products have a standard weather rating and should not be fitted in an extremely exposed elevation or when adjacent to coastal areas. Claims against poor weather performance will not be accepted when installed outside the above guidelines.
7. The guarantee will be invalidated for doors, if the track is not kept free of debris and not installed in line with the instructions supplied and if doors are not maintained in general.
8. All drawings are viewed from the outside.
9. No liability will be accepted for misinterpretation of drawings.
10. Where lintel is fitted and on survey this is shown not to be the case, the customer will be required to have a lintel installed by another contractor or the customer may cancel the order. The customer will be liable to a two hundred- and fifty-pounds charge to cover costs incurred.
11. All bifold doors are supplied only on the basis that they are to be located on the ground floor unless verified in writing by the company that they are suitable for your location and wind loading.
12. Any structural calculations are the responsibility of the customer.
13. All bifold doors should have a suitable steel or catnic lintel fitted above the head of the frame. Timber lintels can only be used at the customers risk and no defect in relation to the performance of the folding door will be accepted when a timber lintel is used.
14. All folding doors are to have no more or less than an eight to fifteen-millimetre gap around the frame when installed. Outside these tolerances the performance of the door is not guaranteed and the warranty void. Additional packing with any other material to make up for any miss- measurement or excessive tolerances will also void the warranty.
15. All folding doors can only be fitted into brickwork reveals and within the tolerances stated in condition twenty. Doors installed by the customer into any other aperture is at the customers own risk and not covered by the warranty.
16. All folding doors supplied are for domestic use only.
17. The customer is responsible for conforming to all current planning and building regulations of the relevant local authority.
18. Any defects in relation to sealed units the company and the customer will be bound by the guidelines laid out by the Glass and Glazing Federation.
19. All toughened low emissivity coated glass units are subject to colour variations and variation in pattern. This may appear sometimes as a misting effect. This is natural and not deemed a fault.
20. Low threshold doors do not offer the same weather performance, to the bottom of the door only, as standard rebated thresholds. You must therefore in the design and construction of the opening for your folding door allow for the removal of rain water, immediately in front of the threshold, to avoid water ingress. We recommend eco drainage systems for this application. Claims for water ingress will not be accepted when water management drainage channels are not used. The primary purpose of low threshold doors is level access. This is achieved by removing the rebated-up stand. Air tightness to the bottom of the door is achieved by brush seals closing over the top of the low threshold which provides satisfactory draught proofing. However, if the doors are not correctly installed and aligned draughts may be experienced to the bottom of the door. Under extreme weather conditions the threshold area may be liable to draughts. This is normal and not a fault of the door. If you are concerned by water ingress or draughts, you should use the standard rebated threshold.
21. Handle colours may vary in colour and chrome or sliver handles will always be a mix of silver and chrome lever or flat options. The company does not accept claims for variation in colour of handles supplied on any order. The company reserves the right to modify or change the design of all handles and hinges handle without notification.
22. When ordering any product from the company the customer agrees that they or their contracted installer will install and maintain all products as per the supplied instructions and have a good understanding of either carpentry, window and door installation or in the construction industry. Products can be installed and maintained by the customer on a do it your self-basis but the company does not offer any other support including telephone support other than the provided instructions. Upon any request for support via the telephone, e-mail or written formal request customers will be referred to or sent a copy of the original supplied instructions.
23. All claims against the warranty must be made in writing to [email protected]. To ensure claims are recorded correctly no telephone claims will be accepted. You must provide your order number and full address. All claims will be responded to within three to five working days. We do not offer an emergency response and are not responsible for any financial or consequential loss.
24. Site inspections, to ascertain any claim against the guarantee or third-party issue in relation to products supplied will only be undertaken at the pre-paid fee of two hundred and fifty pounds for mainland England and Wales. If the claim against the warranty is valid the cost of the inspection will be fully refunded. The fee is fixed and not relevant to the distance from the company offices or time spent at site. If the company does not accept the claim a written report will be provided, and the customer agrees to forfeit the inspection fee without question. This does not affect your statuary rights. Upon inspection, the company at no time will carry out any works or labour.
25. In the event of a claim against the warranty the customer may be requested to supply digital images to support their claim regardless if the door was supplied only or fully installed.
26. Where goods are supplied only, all guarantees are for parts only no labour.
27. The Guarantee is not transferable.